Abominable, dissorganised customer service

PC Link has a good selection of electronics products at reasonable prices, but be warned, if anything goes wrong, the customer service I experienced was absolutely awful. I ordered three products and had to return one which was faulty. It was December 2019 and the company was clearly very busy processing orders - this can be their only defence.

I followed instructions by returning the item to the store in Roodepoort along with the invoice for the technicians to check it out. I was told I'd get feedback in January, which was fine.

In January I heard nothing and followed up. By March I had called and emailed several times and understood that I was being ignored. I raised a complaint, which was also ignored. I follow up again and again. PC Link just totally blanked me! Did they think I would just let them take my money like that?!

Frustrated and, by this point, appaled, in June I lodged a formal complaint with the Consumer Goods and Services Ombud. The CGSO has been nothing short of excellent in processing the complaint (online) and following up on it with PC Link (a refreshing example of a government institution working really effectively). This resulted in PC Link responding to me for the first time in months. They could not find the returned item and, after another month of silence and delay, entirely on PC Link's side, they decided to issue me with a refund for the item.

It is really important to note that despte all of this: PC Link NEVER apologised, not once. This shows that their approach to customer service is rotten to the core. Not only are they extremely dissorganised, they really don't care about you.

So if you're confident whatever you're ordering won't fail and you'll never need PC Link's help on anything other than taking your credit card details - go ahead. But be warned, if something goes wrong - many frustrating hours lie ahead of you!